Mastering conflict resolution skills
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MASTERING CONFLICT RESOLUTION SKILLS:. Dr. Alan Zimmerman, CSP, CPAE Speaker Hall of Fame. TODAY’S OUTLINE. Strategy #1: Minimize negative communication Strategy #2: Construct your criticism -- carefully Strategy #3: Ask for cooperation. TODAY’S OUTLINE.

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Mastering conflict resolution skills

MASTERING CONFLICT RESOLUTION SKILLS:

Dr. Alan Zimmerman,

CSP, CPAE Speaker Hall of Fame


Today s outline
TODAY’S OUTLINE

  • Strategy #1: Minimize negative communication

  • Strategy #2: Construct your criticism -- carefully

  • Strategy #3: Ask for cooperation


Today s outline1
TODAY’S OUTLINE

  • Strategy #1: Minimize negative communication


Killer thoughts and statements

KILLER THOUGHTS and STATEMENTS


Today s outline2
TODAY’S OUTLINE

  • Strategy #1: Minimize negative communication

  • Strategy #2: Construct your criticism -- carefully


Six criticism filters
SIX CRITICISM FILTERS

  • Are you giving the criticism to truly help the other person?

    a. relationship

    b. help







6 filters prior to criticism
6 FILTERS PRIOR TO CRITICISM praise?

  • Are you giving the criticism to help the other person?

  • Can the person actually change the behavior you are criticizing?

  • Is this fairly new information?


6 filters prior to criticism1
6 FILTERS PRIOR TO CRITICISM praise?

  • Is the timing right?

  • Are you willing to involve the other person in the discussion?

  • What does the other person need the most—criticism or praise?


Today s outline3
TODAY’S OUTLINE praise?

  • Strategy #1: Minimize negative communication

  • Strategy #2: Construct your criticism -- carefully

  • Strategy #3: Ask for cooperation


Guidelines for asking
GUIDELINES FOR ASKING praise?

  • Direct

  • Specific

  • Respectful

  • Positive

  • Polite

  • Firm


How to ask
HOW TO ASK praise?

1. Will you __________________________?

2. When you do (positive consequence) .

3. If you don’t (negative consequence) .


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